ST.

A NDREWS COLLEGE O F
ART S, SCIENCE A ND
CO MMER CE, BA NDR A

SubjectCUSTOMER RELATIONSHIP
MANAGEMENT

SYBBI
SEMESTER- III

GROUP 6

TOPIC-

CUSTOMER CARE
MANAGEMENT

MEMBERS OF
GROUP
VI
ROLL NO.
NAME
8136

Jovita Monis

8137

Robert Mukundan

8138

Alva Edison

8139

Sushmita Naik

8140

Abhilash Nair

8141

Cheryl Nair

8142

Felicia Nazareth

8143

Nikitha Noronha

8144

Jophin Joseph

Content
1

Introduction

Multimedia contact center and contact management

Electronic point of sales

Customer satisfaction survey

Service quality and its gaps

Transactional analysis

Winning strategies and processes for effective CRM

Conclusion

References and Credits

Introduction
Customer Relationship
Management
Definition
Benefits
Quality and efficiency
Decreased costs
Decision support
Enterprise agility

Introduction
Customer Care Management
Definition
Features
Patience ( Lots of Patience)
Commitment
Improvement
Assertiveness
Expediency

Multimedia contact centre

Definition
Contact Management

Multimedia contact centre

Advantages
Ready to use database with searching
Sales tracking
Email integration
Scheduling of appointments and meetings
Document management
Notes and conversation management
Customizable fields
Drip marketing
Import/export utility

Electronic Point Of Sales

Definition
Working

Electronic Point Of Sales

Advantages

Accuracy of Prices
Employee Monitoring through EPOS
Stock Levels using EPOS
Financial Reporting using EPOS
Marketing Information from EPOS

Customer Satisfaction Survey

Definition

Customer Satisfaction Survey

Advantages
Up-to-date feedback
Benchmark results
Show that you care

Disadvantages
Too many surveys, so little time
Privacy Issues

Service Quality
Definition

Service Quality Gaps

Transactional Analysis
Definition

Winning Strategies And

Processes For Effective
CRM
In Banks
Concentrate on strategy and
practices
Gather accurate information relating
to your customers
Practice-led Implementation for your
CRM solution
Learning from failures and success to
further drive business performance
User adoption is a critical factor

Winning Strategies And

Processes For Effective
CRM
In Insurance Sectors
Identify potential customers
Understanding the needs and buying
pattern
Interaction with customers
Integration and segregation
Changing landscapes

Conclusion
Customer care is one of the most important
ingredients of the marketing mix for products
and services.
High quality customer service helps to create
customer loyalty.
Customers today are not only interested in
the product they are being offered but all the
additional elements of service that they
receive.
Customer service is the overall activity of
identifying and satisfying customer needs.

References

Wikipedia
Businesscasestudies.co.uk
Studymode.com
Books.google.com

THANK YOU
HAVE A GOOD DAY